We are using Freshservice for the IT ticketing system for business users.
Freshservice
Freshworks Inc.External reviews
1,286 reviews
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Best in solving the issue with the tickets
What do you like best about the product?
Search according to the tickets. customer support is good
What do you dislike about the product?
All features are good but the access parts should me more smooth
What problems is the product solving and how is that benefiting you?
Solving the issue of software via ticket
A great tool for managing customers and sales
What do you like best about the product?
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
What do you dislike about the product?
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
What problems is the product solving and how is that benefiting you?
Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.
Easy to use with good level of customisation
What do you like best about the product?
Good product support and continuous monthly feature updates
What do you dislike about the product?
Some open action items still haven't been implemented.
Steep learning curve for integration with other products.
Steep learning curve for integration with other products.
What problems is the product solving and how is that benefiting you?
IT Asset management; It has helped us understand underlying service issues with some of our devices to that we can make better decisions when procuring replacements.
Smooth incident management and easy to use while needing better escalation management
What is our primary use case?
What is most valuable?
We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
What needs improvement?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement.
For how long have I used the solution?
We have been working with Freshservice for around four years.
What do I think about the stability of the solution?
Stability is rated as a nine out of ten. Freshservice provides a stable environment for our needs.
What do I think about the scalability of the solution?
Freshservice is easy to use for scalability, and I would rate it as a ten out of ten.
How are customer service and support?
We had a good experience with customer service, receiving a positive response from technical support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
The competitors we are aware of are ServiceNow and Zoho.
How was the initial setup?
The setup process is very easy to use for all users. Freshservice provides a simple and easy-to-deploy solution.
What about the implementation team?
Our team is very capable of using the tools, and we do not need an outside consultant for implementation.
Which other solutions did I evaluate?
There are two main competitors - ServiceNow and Zoho.
What other advice do I have?
The overall solution is rated seven out of ten.
I would recommend Freshservice for small and medium businesses as well as enterprise companies.
Efficient ticket automation with good incident management and service request management
What is our primary use case?
Freshservice is our organization's IT service management solution. We are using it for ITSM. We use Freshservice for incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, and automated responses to users and agents.
We also have change management and automated workflows for change requests. The asset management module is being used by us extensively.
How has it helped my organization?
With Freshservice in place, we have reversed the trend of creating tickets. There is a self-service portal where most users report their issues or raise requests. The ticket gets created, and if it requires approval, it enters the approval workflow automatically and gets assigned to the team after all the approvals have been done. This eliminates the need to chase anybody for approvals.
What is most valuable?
The most valuable aspects of the solution include incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, automated responses to users and agents, change management, and asset management module, which is extensively used.
What needs improvement?
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered.
We have also suggested improvements for functionalities such as onboarding and offboarding of employees and creating multiple tickets within a single ticket, which they have said will be considered as feature requests.
For how long have I used the solution?
We have used the solution for three years.
What do I think about the stability of the solution?
Freshservice is quite stable as they host it on AWS. We have not had any major downtimes.
What do I think about the scalability of the solution?
We haven't had any issues with scalability. It's a standard ITSM solution, and every user added to our Active Directory is automatically added to Freshservice as there is a sync happening. Those things are supposed to be scalable.
How are customer service and support?
Their technical support could be improved. There have been times where we have been bounced around for simple issues. However, they have improved over the period of two years.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have experience with other ITSM solutions such as BMC Remedy, ManageEngine, Microsoft Service Manager, however, those were on-premises solutions.
How was the initial setup?
It's a cloud-based solution, so it's not very complex. Once they create the instance for us, we define the fields, fill in drop-downs for locations, categorizations, etc., specific to our organization. Setting up and configuring the workflows is straightforward.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a subscription-based service. We pay a certain amount annually for the number of users, and as users increase, the cost increases. I'm not aware of how this pricing compares to other cloud-based ITSMs.
Which other solutions did I evaluate?
Previously used BMC Remedy, ManageEngine, and Microsoft Service Manager.
What other advice do I have?
Freshservice is very user-friendly and easy to customize. I would give it an eight rating out of ten overall. Based on my experience, I can recommend the product.
Freshservice to track and work on service requests
What do you like best about the product?
We are using Freshservice to integrate and work on service requests both for internal and external teams and easily track the requests and see that it is being handled by the relevant and right team.
What do you dislike about the product?
The user interface can be more professional as well as ease of integration and wider integration option can be benefiecial.
What problems is the product solving and how is that benefiting you?
We are managing the service request of internal and external teams for things like IT related or non IT related like HR or other employee benefits that may be required from time to time by the employees. This integrates very well with other internal tools we use and becomes very efficient overall for the organization.
Flexible and easy to use
What do you like best about the product?
Freshservice offers a wide range of functionalities designed to streamline IT operations. This also makes it a good solution for B2B support.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.
What do you dislike about the product?
No major downsides, but products B2B functionalty/focus (Portal as an example) need some improvements to get at the same level as the ITSM side.
What problems is the product solving and how is that benefiting you?
Freshservice supports our B2B software support. Usage helps us both to deliver a better service and to ensure that nothing are "lost".
Review for Freshservice
What do you like best about the product?
Freshservice has a default template when creating a new task or user story. Also we use the analytics chart for stories breakdown by user and burnt down charts are very effective. We integrated freshservice with slack and outlook so whenever there is an update on the ticket, the watchers will be notifiied and take action immediately.
What do you dislike about the product?
I feel like complex workflow automation like assigning a task to next user based on the bandwidth is not possible. This is dine manually by verifying the scope of each user on the board. Also, mobile app does not support all the desktop features.
What problems is the product solving and how is that benefiting you?
We use freshservice for tracking our project management. Stories creation and tasks for access requests are all created under the project board and tarcked based on the user including the story points. We integrated Freshservice with slack and outlook so whenever there is an update on the ticket all the watchers and assigned users will be notified directly thru slack and outlook. The tool is pretty self explanatory and easy to navigate even for a first time user.
Process-oriented efficiency and effective ticket automation while eliminating extensive triage
What is our primary use case?
We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.
How has it helped my organization?
The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.
What is most valuable?
The most valuable features include ticket routing, automation in triage, data control, and flat licensing. It allows for customization and offers a broad feature set.
What needs improvement?
I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.
For how long have I used the solution?
We implemented the solution approximately four years ago.
What do I think about the scalability of the solution?
I have not had any real experience scaling with this solution.
How are customer service and support?
The customer service is satisfactory, though there might be delays in response for non-critical issues.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We compared this solution with others in terms of feature comparison, licensing, and scalability.
How was the initial setup?
The initial setup is very easy, especially if the external components and organizational structure are pre-defined.
What's my experience with pricing, setup cost, and licensing?
The solution offers flat licensing and appears to be cost-effective.
Which other solutions did I evaluate?
We evaluated Halo and compared it for feature capabilities and customization.
What other advice do I have?
None of my personal information should be published, and my comments should remain anonymous under GDPR regulations.
I'd rate the solution eight out of ten.
Review for Freshservice
What do you like best about the product?
Freshservice is easy to use and there is a lot's of feature that improve my work.
What do you dislike about the product?
there is nothing major dislike about it.
What problems is the product solving and how is that benefiting you?
when ever i faced any issue will raised a ticket on it and help me as well it person to cordinate with each other.
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